Zendesk uses Claude to evaluate support conversations for resolution-based pricing
Adrian McDermott · Zendesk's Adrian McDermott: AI's Customer Service Potential, Adoption Cycle, Scale vs. Orchestration · Dec 5, 2025 · at 14:17
Adrian McDermott, CTO of Zendesk, explains how the company uses Anthropic's Claude model to verify support ticket resolutions for outcome-based pricing.
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“We have an agent that listens to every conversation that is automated and said, you know, cause we run a resolution platform and we charge for actual resolutions, not just conversations. And so we need to know that the customer's problem was resolved. And so we use, I think we use the latest, one of the latest Claude models in Bedrock to do that.”
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